Far flung B2B Technical Give a boost to Specialist (1st & 2d Tier) at Salesflow.io

Time zones: EST (UTC -5), MST (UTC -7), ART (UTC -3), UTC -4, UTC -4:30, UTC -3, UTC -2

We search a devoted, tech-savvy Technical Give a boost to Specialist (2d Tier) to sign up for our rising SaaS platform workforce. The position comes to offering 1st and 2d point enhance for our LinkedIn automation & electronic mail messaging platform. The a success candidate will deal with elementary platform inquiries and extra advanced technical demanding situations, requiring wisdom of SQL, databases, and building. You’ll paintings intently with the Give a boost to Supervisor and different inside groups to verify buyer pleasure.

Duties:

1st Degree Give a boost to (Tier 1):

Professionally maintain incoming buyer requests by means of electronic mail, chat, and Google Meet.
Supply suggested troubleshooting help for commonplace problems comparable to login issues, formula configuration, and elementary platform navigation.
Stroll consumers thru elementary duties at the platform and provide an explanation for options.
Collect important buyer knowledge to know and get to the bottom of their problems completely.
Escalate unresolved issues to the workforce chief or inside groups (Construction, Gross sales, QA).
Arrange and prioritize more than one buyer inquiries.
File detailed notes for all buyer interactions within the ticketing formula.
Collaborate with different areas and enhance groups to sync up on advanced problems.
Subscription control – Cancellations and expansions

2d Degree Give a boost to (Tier 2):

Examine extra advanced technical problems that require a deeper figuring out of the platform’s backend functionalities, APIs, and customized integrations.
Analyze and get to the bottom of problems associated with the database, queries, and information inconsistencies the use of SQL.
Lend a hand with diagnosing device insects and liaising with the improvement workforce to handle system-level defects.
Supply technical enhance for API and integration-related queries (e.g., customized proxy settings, IPs).
Determine and enforce answers to habitual technical problems, riding procedure enhancements and adorning the platform’s capability.
Evaluation log information and carry out detailed diagnostics on extra complicated problems.
Habits root motive research for escalated circumstances to verify long-term resolutions.
Give a boost to the improvement workforce in checking out patches, updates, and new characteristic releases to verify they align with buyer expectancies.
Create documentation on technical investigations.

Necessities:

+4 years of enjoy in Buyer Give a boost to (ideally in SaaS or B2B device).
Superb communique abilities in each written and verbal English.
Sturdy troubleshooting and problem-solving abilities.
Enjoy with ticketing programs, on-line chats, and managing electronic mail enhance.
Talent to maintain annoying eventualities, together with lawsuits and critical consumers.
Extremely organised and in a position to multitask in a fast paced atmosphere.
Tech-savvy with a flair for briefly studying new equipment and applied sciences.
Some figuring out of relational databases, SQL, and enjoy operating queries.
Enjoy diagnosing and resolving API and integration problems.
Familiarity with device debugging and figuring out of log information.
It’s not crucial however preferable. I’ve enjoy with customized integrations, APIs, IP configurations, and proxy control.
Talent to collaborate successfully with building and QA groups to get to the bottom of technical issues and carry out exams.
Proactive in figuring out procedure enhancements and providing answers.
Most significantly, unbiased, given the worldwide distant workforce and number one US hours touch